Insight Manager

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

The Insights Manager is responsible for transforming customer contact center data into actionable business insights using Power BI, CCaaS platforms, and NICE analytics solutions. The role supports operational decision-making by delivering dashboards, performance reporting, forecasting, and strategic recommendations that improve customer experience, operational efficiency, and business outcomes.

Data Analytics & Reporting

• Develop, maintain, and enhance Power BI dashboards and automated reporting solutions.
• Extract, analyze, and interpret data from CCaaS platforms, NICE systems, CRM tools, and other data sources.
• Deliver daily, weekly, and monthly operational performance reports.
• Ensure accuracy, consistency, and integrity of reporting data.

Performance Insights

• Analyze customer contact trends, channel performance, and agent productivity metrics.
• Identify opportunities to improve customer experience, reduce operational costs, and increase efficiency.
• Provide actionable recommendations based on data-driven insights.
• Support leadership with executive-level business reviews and performance presentations.

CCaaS & NICE Analytics

• Utilize NICE interaction analytics, workforce management, and speech analytics data to identify customer and agent behavior trends.
• Monitor key contact center KPIs including:
  • Service Level
  • AHT (Average Handle Time)
  • FCR (First Contact Resolution)
  • CSAT / NPS
  • Occupancy
  • Adherence
  • Quality Scores
  • Digital Channel Performance
• Support forecasting and capacity planning initiatives.

Stakeholder Management

• Partner with Operations, Quality, Training, WFM, and Client stakeholders.
• Translate complex analytical findings into simple business recommendations.
• Present insights and trends to senior leadership and client teams.
• Act as a trusted advisor for performance improvement initiatives.

Automation & Continuous Improvement

• Drive reporting automation and self-service analytics adoption.
• Enhance existing reporting processes through Power BI, Power Query, SQL, and data modeling techniques.
• Identify opportunities to leverage AI and advanced analytics for improved decision-making.

Key skills & knowledge:

• 5-8+ years of experience in Business Intelligence, Analytics, or Contact Center Insights.
• 3+ years of hands-on Power BI experience.
• Experience supporting BPO, CX, Contact Center, or Customer Operations environments.

Technical Skills

• Advanced Power BI development and dashboard design.
• Strong DAX, Power Query, and data modeling expertise.
• Experience with SQL and large datasets.
• Strong understanding of CCaaS platforms (Genesys Cloud, Five9, Amazon Connect, NICE CXone, etc.).
• Experience with NICE Analytics, Interaction Analytics, and WFM reporting.
• Knowledge of data visualization best practices.

Business Skills

• Strong analytical and problem-solving abilities.
• Experience interpreting contact center performance metrics.
• Excellent stakeholder management and presentation skills.
• Ability to simplify complex data into business insights.

Success Measures

• Improved operational performance through actionable insights.
• Increased adoption of Power BI dashboards across stakeholders.
• Reduction in manual reporting efforts through automation.
• Faster decision-making through timely and accurate analytics.
• Improved customer and agent experience metrics.

Educational Qualification:

• Graduate

Disclaimer: -

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.

Location:

Language Requirements:

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